Kim Thorndyke
About Kim Thorndyke
Kim Thorndyke is an experienced executive in customer service, currently serving as SVP of Customer Service at Exeter Finance since 2018. With a career spanning over two decades, Thorndyke has held leadership roles at several major financial institutions, including Washington Mutual, JPMorgan Chase, and Santander Consumer USA.
Work at Exeter Finance
Kim Thorndyke has been serving as the Senior Vice President of Customer Service at Exeter Finance since 2018. In this role, she has implemented innovative processes such as Chat and SMS, which resulted in significant cost savings in 2021. Additionally, she has been involved in overseeing customer service operations, ensuring high standards of service delivery. Her leadership at Exeter Finance focuses on enhancing customer experience and operational efficiency.
Previous Experience at Washington Mutual/JPM Chase
Prior to her current role, Kim Thorndyke worked at Washington Mutual and JPMorgan Chase as Vice President of Collections from 2005 to 2013. During her eight-year tenure, she introduced scorecards to measure quality and productivity within the Chase Home Lending division. This initiative aimed to improve operational performance and customer satisfaction within the organization.
Experience at Santander Consumer USA
Kim Thorndyke served as Senior Vice President of Customer Service at Santander Consumer USA from 2013 to 2017. In this position, she played a key role in establishing customer service operations in various regions, including the Caribbean, the Philippines, and India. Additionally, she was the first employee to set up a vendor site in Puerto Rico for Santander Consumer International, contributing to the company's expansion efforts.
Expertise in Puerto Rico Act 20/22
Kim Thorndyke possesses expertise in the Puerto Rico Act 20/22, which provides income tax exemptions for high-income residents and companies relocating to the territory. This knowledge supports her work in customer service and operations, particularly in relation to businesses considering relocation or expansion in Puerto Rico.
Career Background at Citi
Before her roles at Washington Mutual and Santander, Kim Thorndyke worked at Citi as Vice President of CITI Auto from 1994 to 2005. Her eleven years in this position provided her with extensive experience in the automotive finance sector, contributing to her overall expertise in customer service and operational management.